AccountId: 011433970860
ContactId: 09757913-22d0-4893-81fc-456edee85236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349459 ms
Total Talk Time (AGENT): 156583 ms
Total Talk Time (CUSTOMER): 146812 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/09757913-22d0-4893-81fc-456edee85236_20250421T17:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, and maybe you can't I don't know if I'm on the right department, but my wife's wanting the prescription cards.
[AGENT][NEUTRAL] Uh, prescription card? We don't have prescription cards.
[AGENT][POSITIVE] Like the prescription cards additional to your plan, like the RX cards, they give you like discounts.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I don't know, uh, well, I just, I just got this, uh, policy, uh, it's gonna take this month I think it was, but, uh, you want, you want uh.
[CUSTOMER][NEUTRAL] Insurance cards for her to pay for her prescriptions.
[AGENT][NEUTRAL] So, so is she asking for like the ID like your insurance ID card or a prescription card, because that's
[AGENT][NEUTRAL] I can help you with the ID card, but we don't, we don't provide like prescription discount cards.
[CUSTOMER][NEUTRAL] OK, the ID card, uh, for, do you have an ID card for prescriptions is what I'm trying to figure out.
[AGENT][NEUTRAL] Well, no, it would just be like your your health insurance ID card.
[CUSTOMER][NEUTRAL] OK, so I, for her, uh, yeah.
[AGENT][NEUTRAL] Is that what she
[CUSTOMER][NEUTRAL] Uh, she's wanting, uh, pick up some prescriptions, but she's asking for, uh, uh, prescription card.
[AGENT][NEUTRAL] Yeah, we don't have those. Let me take a look at the.
[CUSTOMER][NEUTRAL] ID prescription ID card.
[AGENT][NEUTRAL] Let me take a look at your policy. May I have your name?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] On, on, on this company, they probably don't have prescription insurance.
[AGENT][NEUTRAL] Let me see, I'm, I'm gonna check for you. So have you received any cards because I can look your policy up with your social if you don't, you do.
[CUSTOMER][NEUTRAL] Everything's done
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, I got the, I got the medical card and uh life insurance and I, I like it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the policy certificate number on your um ID card that you have there?
[CUSTOMER][NEUTRAL] Well, I'm, I'm on the road. I'm, I drive a truck. She, she got all the stuff at home.
[AGENT][NEUTRAL] Oh, OK, OK, it's no problem. Well, I can look it up with your social, that's fine. I don't, you don't have to look for anything.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] OK, my social is [PII]. Yeah, I don't have much time and she's raising hell with me. I want the prescription card.
[AGENT][NEUTRAL] Well, we're gonna figure it out and get her what she needs or try to. I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, no my like this company probably don't prescribe prescription insurance.
[AGENT][NEUTRAL] Let me see, the policy is coming up now. Hold on one second and I'll be able to see.
[CUSTOMER][NEUTRAL] Yeah, you give me gray hairs.
[AGENT][NEUTRAL] She just wants to make sure you're, you're getting what you're paying for, that's all that is.
[CUSTOMER][NEUTRAL] Well, now, she's like she's like every other company I worked for had prescription insurance.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I have your policy here, Mr. [PII], I just need you to verify your date of birth and your mailing address on file.
[CUSTOMER][NEUTRAL] OK. Uh, my date of birth is [PII] and my mailing address, I don't know, so we have a post office box where they mailed to the post office, which is [PII].
[CUSTOMER][NEGATIVE] Or it's my home address yeah it's been so long since I've been home. I gotta look at my driver's license what my address is, that's bad.
[AGENT][NEUTRAL] Oh, no, it's OK. The PO box is on here.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's OK, Mr. [PII]. The PO box um was on file here, and can you verify your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold, Mr. [PII]? I'm just looking at the policy and looking for a prescription. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't think so either, Mr. [PII]. You might be right.
[AGENT][NEUTRAL] But we gonna check for Mrs. [PII]. I almost say [PII].
[AGENT][NEUTRAL] And we can see. Yeah, this doesn't have prescription coverage period.
[AGENT][NEUTRAL] All right, it is what it is.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thanks again for holding. I apologize for that wait. So, yes, taking a look at the um policy, it is a hospital indemnity policy, so it's a limited medical policy. It covers more like hospital admission and confinement, intensive care. Um, you do have coverage for like the physician's office emergency room, but in terms of prescription medication, there's no coverage on this policy.
[CUSTOMER][NEGATIVE] OK, that's what I mean I like better know. She's not gonna be a happy girl. She's gonna probably tell me to switch jobs.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Again, uh.
[CUSTOMER][POSITIVE] Yeah, OK. Well, I appreciate your help.
[AGENT][POSITIVE] You're very welcome. I wish I had better news for you, Mr. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, that's it. No, it's not your fault. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Um bye bye.
[AGENT][NEUTRAL] Bye-bye.